A new customer relationship management system, Microsoft Dynamics CRM, was introduced with the aim of providing faster and more focussed support for the company’s customers. The plan also envisaged replacing the Lotus Notes database system with a new, unified database. After first conducting a thorough analysis of the existing processes and Lotus Notes data, adesso introduced Microsoft Dynamics CRM and carried out appropriate modifications to allow Lotus Notes to be replaced. adesso then expanded the interfaces for Microsoft Dynamics NAV, the warehouse management system, the Web shops and SQL Server Analysis Services.
The installation and extension of Microsoft Dynamics CRM provides ROYAL CANIN with a centralised customer management system that supports its customer-facing processes. Employees now have a detailed overview of their customers, which allows them to respond better to their needs.